Call centers that handle service and support calls are, unfortunately, often viewed as cost centers. Although these centers usually don’t bring in revenue directly, they do contribute to the company’s goals in many valuable ways, most notably in reinforcing the company’s brand and in increasing customer loyalty. To raise the visibility of your call center […]
There is an obvious and undeniable correlation between First-Call-Resolution (FCR) and customer satisfaction. When one goes up – the other follows. Unfortunately the opposite is also true. When one percentage goes down so does the other. Successful call center managers closely monitor FCR and are quick to make adjustments when the metric starts to decline. […]
As a large portion of the baby boomer population prepares to retire, call centers in the insurance industry will field more calls from older customers. To help agents successfully serve this base of customers, they need to learn skills and specific tactics to help them succeed. Use the following five tips to coach your employees […]
Our previous post on call center coaching titled, “Call Center Coaching: 5 Tips to Ensure Your Success,” gave tips to help you improve your management style in a support or call center environment. We’re pleased to present the next 5 essential skills that will help improve your coaching ability. Spend some time each day praising […]
With the number of retiring baby boomers increasing, it’s time to assess customer service in the insurance industry. Is your insurance call center ready to serve this population? Do your call center employees know how to uncover needs, recommend plans, and explain coverage? The Baby Boomers are coming, are you ready? Preparing for this increase in […]
Managing staff—in any form–is hard work and requires a well-stocked repertoire of people skills, business acumen, and the ability to juggle multiple projects and deal with pressure. For those of you who manage call centers and support centers, you are tasked with watching operational costs in addition to dealing with a team of agents. Your […]
Fact: Engaged employees provide better customer service. Tap into your center’s greatest resource – the employees – and reap the rewards! Engaged team members go above and beyond to solve customer issues and consistently provide superior customer experiences. Engaged Employees Take the Time to Build Rapport Before you start to worry about your center metrics, […]
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